Customer Engagement Coordinator — Multichannel Support

United Welsh; Caerphilly; On-site; GBP 24,000 - 30,000; Full time

Job summary

United Welsh is seeking a Customer Engagement Co-ordinator to deliver exceptional customer service across channels, manage reception duties, process documents and warmly welcome visitors at our head office.

Working within the Housing and Communities Team, you will build strong relationships with partners, handle enquiries promptly, record feedback, and help maintain high service standards to create positive experiences for residents and stakeholders.

Qualifications

• Proven experience in a customer service role.
• Experience of working within the Social Housing sector.
• Competent using Capita OpenHousing as a housing management system.
• Familiar with Microsoft Teams and MS Office tools.

Responsibilities

• Deliver a responsive, customer-focused service across all channels, resolving queries quickly.
• Manage reception duties, process documents, and warmly welcome visitors to the head office.
• Record, assist and action customer feedback to improve services.
• Support the Housing and Communities Team, maintaining high standards of service delivery.
• Build relationships with partners to shorten customer journey time and resolve queries at first contact.

Skills

Customer service

Communication

Teamwork

Adaptability

Numerical skills

Tools

Capita OpenHousing

Microsoft Teams

IS databases

MS Office (Excel/Word/Outlook)

Job description

United Welsh is seeking a Customer Engagement Co-ordinator to deliver exceptional customer service across channels, manage reception duties, process documents and warmly welcome visitors at our head office.

Working within the Housing and Communities Team, you will build strong relationships with partners, handle enquiries promptly, record feedback, and help maintain high service standards to create positive experiences for residents and stakeholders.